Solved Issues scanning QR code

[Kwang Mien]

Hi,

We have a user who has issue using his 3CX on his OPPO phone to scan the QR code in the welcome email. There is no error message but his 3CX cannot be provisioned.
However, other phones were able to scan the same QR code and be provisioned.

The user is using OPPO model A16 , Android version 11.

May I know what could be the issue ?

Thanks.

Regards,
Kwang Mien

 

[NickD_3CX]

Hi Kwang,

The user that is scanning the QR code, where is he getting the QR code from? The Welcome Email, their WebClient, the Management Console?

Also what network is the user's phone connected to, LTE, their home WiFi or the Wifi on the network where the 3CX Server is also installed on?

Last, is the 3CX Server installed on-premise or in a Cloud Provider and what version is the 3CX? You can find the version in the "Dashboard" in the Management Console on the right section.

 

[Kwang Mien]

Hi Nick,

a. The QR code is from the Welcome Email
b. The phone is not on the same network as the 3CX server. i need to find out what type of network is the phone on.
c. the 3CX server is located in our data center and running on version 16.0.9

 

[NickD_3CX]

If the user is scanning the QR from the Welcome Email, the Android app will try to connect to the 3CX FQDN and HTTPS Port (default 5001).

From their mobile phone, if they open a browser and go to https://<3CX FQDN>:<HTTPS port>, do they see the 3CX login page?
Also in your 3CX Management Console, check for Blacklisted IPs.

 

[Kwang Mien]

If the user is scanning the QR from the Welcome Email, the Android app will try to connect to the 3CX FQDN and HTTPS Port (default 5001).

From their mobile phone, if they open a browser and go to https://<3CX FQDN>:<HTTPS port>, do they see the 3CX login page?
Also in your 3CX Management Console, check for Blacklisted IPs.

Thanks for the advice. let me check with the user on these.

 

[Kwang Mien]

Thanks for the advice. let me check with the user on these.H

Hi Nick,

fyi, user re-install his 3CX mobile app, and now is able to scan the QR code.

 

[NickD_3CX]

Glad to hear the issue has been overcome now. Re-installing the app on Mobile Clients usually makes no difference because they are very specific in what they do, but it could be that during this process the user actually made different permission settings that fixed the issue.

Anyhow, I will not second guess a positive result, I will flag this one as 'Solved'!